Falls advertising ! December 7, 2025 By Rost from Germantown.MD Falls advertising ! Don’t care about loyalty My family has been loyal customers of Fitzgerald Subaru for many years. My mother has purchased seven vehicles from this dealership, starting all the way from Subaru B9 Tribeca and multiple Foresters after that. Unfortunately, what happened on December 6, 2025, was the most disappointing and unprofessional experience we’ve ever had with any dealership. Three days before our visit, my mother spoke with a salesperson about a 2025 Subaru Forester that was advertised as: • One owner • Only 5,000 miles • Used and in excellent condition This is exactly what was shown on the printed brochure and what we were told over the phone. When we arrived at 11:30 AM, the vehicle was already pulled up front, ready for us to sign paperwork — clearly expecting us to buy it without question. Before signing anything, I personally checked the vehicle by running the VIN through Carfax, and what I found was shocking: ❗ Carfax showed: • 8,000 miles (not 5,000) • TWO owners (not one) • Mileage and ownership did NOT match what the dealership advertised This is not a small mistake — this is false advertising, and in Maryland it is unlawful to misrepresent mileage and ownership history to a customer. When we confronted the sales manager “ Nick “ about the false information, instead of apologizing or correcting the error, he said: “Do whatever you need to do.” When we suggested adjusting the price to reflect the real mileage and ownership history, he became frustrated and refused any discount at all. We explained that this was a serious misrepresentation, and his response was shocking: “If you go to the Gaithersburg location, I’ll make a phone call so they don’t sell you the car.” This is not only unprofessional — it is unethical. Adding to the frustration, we brought another vehicle in for a simple oil change during the same visit, and while we were dealing with the manager and discussing the Forester, they never even completed the oil change. Another example of carelessness and disrespect for long-time customers. BOTTOM LINE This dealership tried to sell us a vehicle with: • Incorrect mileage • False ownership history • Misleading printed materials • Zero accountability from management • A threat to block us from buying at another location • Complete disregard for a loyal customer who has purchased 7 cars from them I strongly recommend that anyone shopping here verify everything through Carfax and do not trust the information they provide. After this experience, our family will not be returning to Fitzgerald Subaru of Rockville.

Subaru Fitzgerald consistently gives me the best customer service and is more responsive than any other dealership I’ve ever been to.

Terrible customer experience — especially from Lester, the Service Director. I genuinely regret ever doing business with Fitzgerald Subaru Rockville. After an expensive AC repair, I picked up my car only to find every warning light on the dashboard illuminated. The entire electronic panel was acting differently. Unfortunately, due to a prior commitment, I couldn’t bring the car back immediately. When I finally returned, I was told my transmission now needed a $2,500 repair. I explained clearly that the dashboard lights had only come on after the AC repair, yet the service team dismissed my concerns and treated me as if I was making it up. It didn’t end there. They also recommended $1,000 in tire work due to uneven wear — something I had never been warned about in prior service visits. When I asked why this hadn’t been caught during routine service, I was told it was my problem to deal with. Before this repair, my car had no warning lights and no reported issues. Afterward, I’m left with dashboard lights on, a massive repair bill, and a service team that acted indifferent at best and accusatory at worst. For nearly two weeks, I struggled to get any communication from the service department. When I finally asked to speak with the manager, Lester, I was shocked that his customer service was even worse. I was pressured to make a quick decision after they’d gone silent for a week. At one point, I was even told the communication issues were my fault — supposedly because my phone wasn’t working. Only later did they admit the service rep I was dealing with had been out for a personal emergency. So no, it wasn’t my phone. I had been reaching out daily, with no response, and instead of owning their mistake, they implied I was lying. I’ve been a loyal customer for years — I’ve bought a car here and consistently brought it in for service. This experience shows exactly how little Fitzgerald Subaru Rockville values its customers. I even checked their website hoping to contact the owner, only to find empty marketing slogans about “The Fitz Way.” Nice words, but clearly not how this dealership actually operates. I truly regret trusting this company with my business.

Service was terrible. Went to drop off my Subaru at the appointed time and there were 7 cars waiting in front of me to check in as well. After not moving for 10 minutes I left. My email complaint to the dealership elicited a response to buy a new car! Never responded to my complaint.

Great dealership. I’ve bought and serviced my Subaru at this location. They’ve been awesome

After those crooks try to extort 2,000 of repairs on my sons' car two years running, I took my business on my two Subarus to local garages. Took my Outback this morning - not only are services 30/40 pc lower cost, but there express surprise to see how many services were done 'early' (read totally unnecessary) on my Outback over the past three years. Shame on you Fitzgerald, you're a bunch of shameless thieves.